Systems maintenance Support Engineer Vacancy    

Number of positions (1) Experience (+4 years)
Location (Sana’a)
Deadline 11th Nov. 2021

Waleed Alharazi & Partner Company - Independent Member of Geneva Group International for auditing and consulting, which is one of the leading companies in Yemen in the field of auditing and consulting and a member of Geneva Group International (GGI), which is one of the world's leading companies and present in more than 120 countries around the world. We have been assigned to hire Systems maintenance Support Engineer with strong knowledge, experience, skills and values, to work for a leading group in Yemen, below is a summary of the job information.

Job description

As Systems maintenance Support Engineer, you will help internal and external customers whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. You will be responsible to answer questions about the installation, operation, configuration, customization, use of our websites, web solutions and mobile apps products and services including APIs and backend solutions. For critical matters, you have to use a secure system to provide remote
diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem. In addition, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

• Manage all technical support inquiries from open to closure, using different channels and received from different stakeholders.
• Responsible for solutions maintenance, users’ guidance and support including websites, web solutions, mobile apps, APIs, and other backend applications.
• Work with development and other teams to help for any issues and inquires.
• Resolve issues while working closely with multi-functional teams.
• Determine priority levels while negotiating and setting expectations with customers
• Ensure the customer is communicated with in a timely manner and treated with the highest degree of respect
• Drive excellence through quality closures and proper escalation of issues.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken in the CRM, help/ticketing system.
• Provide feedback to related teams and management for improving product quality and reliability.

Essential Requirements

• Bachelor’s degree in information technology or other related fields.
• minimum of 4 years of professional experience in the field of Technical Support Engg., preferably in web & mobile application, programming interfaces (RESTful APIs) and backend applications (in python, Flutter, Java and Ionic).
• Strong problem-solving, bug fixing, and trouble-shooting skills using operational and diagnostic procedures
• First-rate interpersonal skills, phone etiquette and work ethic.
• Experience in using ticketing systems, and ability to manage tickets from opening, escalation, and follow up until close tickets in timely manner.
• Technical troubleshooting/ debugging experience.
• programming experience in (APIs, RESTful APIs) using python Django, Apex, Visual studio.Net, knowledge in databases Firebase, PostgreSQL, Oracle, SQL queries, fair understanding of code flow (Python).
• Usage of MS Office suite (MS Outlook, MS Word and MS Excel, PowerPoint)
• Knowledge in cloud environments.
• Excellent communication skills, in both languages Arabic and English (reading, writing, and listening).

Skills and Specifications

• Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
• First-rate interpersonal skills, phone etiquette and work ethic
• Ability to work with others in a close manner.
• Good multi-tasking skills.
• Positive attitude and work with different teams.
• Able to react effectively and calmly in emergencies.
• Able to maintain customers and different stakeholders’ confidentiality and satisfaction.

Nice to Have

• Knowledge and experience in Odoo information management systems.

Values

We are looking for people who have values as:

• Strong work ethic.
• Dependability and Responsibility.
• Positive attitude.
• Adaptability.
• Honesty and Integrity.
• Self-Motivation.
• Motivated to Grow and Learn.
• Professionalism.
• Loyalty.